Principal Technical Program Manager, Customer Support Platform

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Your future team
As a Technical Program Manager reporting to a Head of TPM on the Customer Support team you will define product/program technical strategy to build a scalable customer support platform that streamlines support agent experiences and drives down support costs. You will create long-term vision for the team and associated roadmap for your areas of ownership. You will build consensus among partners. You will use deep domain and technical expertise to ensure success of large cross organization programs. You will demonstrate a comprehensive understanding of fundamental challenges, shape technical requirements and collaborate with partners to develop comprehensive solutions. You will influence solution architecture to meet the latest needs of the business and contribute to programs and process across organizational boundaries.

• Define the strategic goals for areas owned, communicate value proposition to partners and ensure support.
• Anticipate challenges, create long-term vision and associated road map for areas of ownership.
• Take ownership of strategic but ambiguous plans, bring clarity by translating them to well defined goals that engineering teams can achieve.
• Provide technical leadership on engineering programs and lead the end to end the delivery of complex programs across multiple teams, balancing the right tradeoffs and ensuring successful outcomes.
• Use deep technical skills and domain knowledge to influence department leaders on strategic direction.
• Define and track improvement to metrics for quality and performance across complex projects involving many teams.

Minimum Qualifications

• 8+ years of experience on software teams as Development Manager or TPM
• Strategic thinking and ability to understand business objectives to translate them into technical problems and programs.
• Technical understanding of systems involved. Willingness to develop domain expertise in the area they operate - storage, networking, authentication, capacity management, service deployments, etc.
  
  • TPMs are not expected to write or read code, but are expected to understand system flows, block architectures, APIs and such.
• Experience defining and running end-to-end complex technical programs
• Strong leadership, organizational, and communication skills

Preferred Qualifications:

• A B.S. in Software Engineering, Computer Science, or Technical Discipline
• (Hiring Manager to add here any specific skills or experience they require for a given position)

Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $200,100 - $266,800
Zone B: $180,100 - $240,100
Zone C: $166,100 - $221,500
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .